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Workflows and multiple business units

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Posted on by Community Member Microsoft Employee

Hello guys,

I am currently analyzing the requirements for creating a new system for handling cases in Dynamics 365 Online.
However, multiple business units are going to use the solution, with lots of varying requirements (e.g. different attributes, workflows, business process flows and plugins).

I have some plugins and workflows which should only execute if e.g. a user from Business Unit A creates a new case, and another workflow/plugin should only run if it is a user from Business Unit B.

When creating a workflow running on the Organization scope, I have the choice to create a condition to check if the record is owned by a specific organization and then run a specific workflow.

However, I think checking for specific Business Units will create some issues later on, especially if the specific Business Units also have parent units, in which I would have to make checks like:
IF Business Unit A or Business Unit B then.............

But is this the way to go when dealing with multiple Business Units?

Categories:
Customer Service
  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Workflows and multiple business units

    Hello Alex, I also thought about something like that. In my case, it is however very important for me to know which Business Unit is creating a case because I have a requirement that each Business Unit has its own way of creating a case number (the out of the box auto number feature is not feasible).

    So it would look like this:

    IF business unit A: create case number in this way

    IF business unit B: create case number in another way

    And what if both the business units have a case that they categorize the same (same category and maybe sub-category)?

    PS! Sorry, I should have been more clear. Of course I meant that the attribute variations should only be displayed in the form (based on the correct role).

  • ashlega Profile Picture
    ashlega 34,475 on at
    RE: Workflows and multiple business units

    Hi Thomas,

     since I'm looking at a somewhat similar problem right now, I am wondering if it would work better if you somehow categorized your data (so, those workflows/plugins would be looking at the conditions such as "if case type equals ... then ..." .. then you'd just have to make sure "case type" is maintained automatically, and you might use a separate workflow for that)

    PS. You mentioned different attributes - not sure if you meant that you'd literally need different attributes per BU.. which would not be possible.. you'd have to separate those using different forms etc, but each particular entity would still have the same attributes in all BU-s

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